Overview
Financial institutions can offer remote advisory services by embedding a "Join the Line" button on their public website, directing clients to a virtual branch. When configured correctly, this enables clients to initiate video walk-ins from home.
This document outlines how the system behaves when a client uses the "Join the Line" button for virtual video walk-ins, under different staff configurations and availability conditions.
General Flow
Client clicks a link or button on the FI’s website that directs them to the standard walk-in flow but for Video meeting method and a virtual location.
They are added to the virtual branch queue for a service that supports video meetings.
If successful:
The client receives a confirmation email stating they’ve joined the queue.
They are informed they’ll receive a video meeting link once the meeting begins.
Staff assigned to the service and configured for remote walk-ins can view and take the walk-in.
Visibility Rules Summary
The system checks both the staff’s location context (lobby ID) and their Remote in Branch configuration.
If staff are eligible and viewing the virtual location or are remote-enabled, they will see the walk-in in the queue.
Fallback Message (No Staff Available)
If no advisors are available (e.g., outside business hours or no eligible staff assigned):
The client is shown a message indicating that video walk-ins are currently unavailable.
Services requiring staff at the virtual branch will not be shown if no one is designated for that service.
It is important to note that unless the virtual branch has a staff member taking walk-ins Remote staff will not prevent the “video walk-ins are currently unavailable” message.
Key System Dependencies
The visibility of walk-ins in the dashboard depends on:
The staff's On Demand eligibility, OR
Their current view (e.g., Virtual Branch) in the Dashboard.
Clients will not receive a video meeting link until an advisor accepts the walk-in.
Proper configuration of notifications is required for full experience delivery.
Prerequisites
A virtual location is created
Video services are available at the virtual location
Advisor on demand is turned on
Coconut Connect is enabled
At least one staff member is:
assigned to each service available in the virtual branch
accepting walk-ins
can take video meetings
Join the line button populated with constructed URL:
https://{domain.com}/callback-service/{virtualLocationId}?meeting_method=3